Poor customer service

I called FNB on 16 September 2024 to raise a concern about an unauthorised debit to my account and for a new card to be issued as my current one experiencing problems when tapping. 1) re the unauthorised debit - the advisor sent a form which I completed and sent back to fnb with an electronic acknowledgment. It’s 23 September and nobody at fnb followed up or provided feedback. 2) re the new card - the advisor took me through to app and I requested a new card. It’s 23 September and no follow up and don’t know if fnb even intend to issue the card. Abhorrent service this.